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CalPERS Uses Virtual Queuing to Reduce Hold Times and Improve Experience for Customers and Employees

Peaks in call volume and mandatory furloughs make it difficult for the nation’s largest public pension fund to meet its customer service goals.

Solution:

An analysis of the call center revealed that hiring additional staff and implementing a virtual queuing solution would help balance the call volumes that are stressing the contact center.

Result:

By bumping up staffing a little bit and adding the Virtual Hold solution, CalPERS immediately began seeing positive results, including a 56% improvement in ASA and a 53% reduction in abandons during peak periods.